Jeferson Nogueira Dos Santos Email & Phone Number

Dublin, County Dublin, Ireland

- Lead the team effectively, maintaining agreed service levels and managing performance through coaching- Provided valuable and regular feedback to my team through performance management- Managed and monitored team performance against KPI’s- Carried out call evaluations to ensure consistency of quality in the standards provided by the team- Drove a strong customer focus with commitment from the team to deliver the highest standards in customer care and professionalism- Acted as a referral point for the team for complex and escalated queries- Provided detailed reports of the service performance- Identified and informed the Operations Managers of call trends and other related issues that affect and drive the department’s daily operations- Made use of tools like MS Teams, Epic Health System, internal Learning Management System and Emails Management Systems

County Dublin, Ireland

- Verify linguistic accuracy in the Brazilian Portuguese version of the in-game text and check for typographical, grammatical and punctuation errors.- Verify cosmetic integrity of in-game text and ensure that all text is correctly displayed.- Verify the contextual consistency of in-game text.- Assess cultural appropriateness and check politically sensitive content.- Verify the correct implementation of the localized text.- Ensure that the correct approved terminology is used throughout the game.- Verify the correct functionality, within the localized version of the game.- Verify testing results across all languages in test.- Maintain high level of focus throughout the project.- Identify, isolate, and document bugs clearly and concisely in a bug database.- Run test-cases and checklists.- Follow the documented processes at all stages of the testing process.- Verify that bugs have been fixed and implemented correctly.- File review/Correcting files: Proof-read and correct translations.- Ensure that quality, accuracy and consistency is maintained throughout files/game/manual.- Translation work: Occasionally provide Brazilian Portuguese in-house translations.- Attend meetings with testing team, team lead and other interested parties, on a regular basis.- Communicate through the appropriate channels (e.g. #jira).- Provide daily status reports about the status of the project testing.- Support lead by taking ownership of side tasks, such as daily report, bug vetting, coaching of new team members.

County Dublin, Ireland

- Reception Duties - Invigilate on Cambridge Exams sessions- Monitor Cambridge Exam's conditions and procedures through exams - Plan, organize and deliver social activities- Welcome international students and guide them throughout their staying in the city- Monitor and encourage positive behavior and participation in the programs- Guide student groups though individual social programs- Handle English Grammar queries from students during activities

County Dublin, Ireland

- Monitor and maintain store inventory- Perform cashier duties- Analyze consumer behavior and adjust product positioning- Coach and support new and existing Sales Associates- Assist the Retail Store Manager in planning and implementing strategies to attract customers- Coordinate daily customer service operations (e.g. sales processes, orders and payments)

São Paulo, São Paulo, Brazil

- Planned, prepared and delivered lessons;- Prepared teaching materials for each class;- Helped students improve their listening, speaking, reading and writing skills via individual and group sessions;- Checked and assessed students work;- Provided monitoring to solve students’s queries;- Provided pronunciation lessons and helped students improve their pronunciation skills:- Applied the right methodology based on PNL to engage, correct and assess students’ autonomous attempts;- Made use of Paradigm Shift to find the best approach for better understanding of the material;- Created field and themed activities for better student engagement aiming on retaining interest throughout the course;- Attended social school training and workshops concerning students language development; - Made use of media to engage students interest;

County Dublin, Ireland

- Provided first level contact and convey resolutions to customer issues;- Properly escalated unresolved queries to the next level of support;- Tracked, routed and redirected problems to correct resources;- Updated customer database and activity reports;- Walked customers through problem solving process;- Followed up with customers, provided feedback and guided problems through resolution;- Utilized excellent customer service skills and exceeded customers’ expectations;- Ensured proper recording, documentation and closure;- Made use of remote access controls to aid customer and fix any issue presented;

County Dublin, Ireland

- Checked quality of cash denominations circulating around Dublin;- Tracked conversion rates;- Managed high volume of cash deposits into bank accounts;- Counterfeits detection and retention;- Created solutions for time management of the daily workload;- Trained new staff on current and new procedures;- Created managing tools for daily activities and procedures;- Followed safety protocols;

Dublin, Ireland

- Provided full planning of arrivals, purchase details and students details in a centralized manner. - Designed and produced central communication spreadsheet to aid internal communication;- Liaised with new students to identify their needs and to ensure customer satisfaction;- Managed Accommodation building resources and students welfare;- Provided first student contact with the school and guided them on starting their journey with the school;- Ensured compliance with utilities such as gas, internet, electricity, rent, internet, health and safety obligations for the whole building;- Specified staff requirements and coordinate their activities;- Cooperated with marketing and PR to promote and publicize school;- Proactively handled any arose issues and troubleshoot any emerging problems;

Sao Paulo, Brasil

- Managed Staff and Office;- Liaised with clients to identify their needs and to ensure customer satisfaction;- Conducted market research, gathered information and negotiate contracts prior to closing any deals;- Proposed ideas to improve provided services quality;- Organized facilities and managed all resources such as decor, staff needs and obligations, resources, safety and health obligations, tax and financial obligation, equipment managing, promotional material etc.- Ensured compliance with insurance, legal, health and safety obligations- Specified staff requirements and coordinate their activities- Cooperated with marketing and PR to promote and publicize event- Proactively handled any arose issues and troubleshoot any emerging problems;- Provided detailed financial activity and projection;- Represented the school in any legal matter;

Qqi Level 6 Higher Certificate In Science In Information Technology, Information Technology

#ComputerProgramming (#java), #Data_Communications, Maths for #Computing & #IT, Computer Architecture & #Systems, Creative Digital #Media.

Diploma In Business Studies, Business

International #Business Communications, Business #Management & #Administration, Marketing & Analysing Information (Numeracy & Statistics).

Tecnico De Informatica (Computer Technician), Informatica (Computer) / (Administracao))Administrative

Database Management Systems (Access), Social / Ethical / Legal Implications of Computing, Data Communications, Networking, System.